What are the responsibilities and job description for the Sr. Helpdesk Specialist position at The Evolvers Group?
Job Details
Job Description:
We are seeking a Sr. Helpdesk Specialist to provide exceptional technical support via phone and in person. The Helpdesk Specialist will resolve basic Windows and Mac problems including application errors, system crashes, and network connectivity issues. The ideal candidate is a technically minded problem solver who can thrive in a dynamic environment where standard flowcharts don't dictate solutions. Please note: This role requires independent technical thinking and creative problem-solving. If you rely heavily on predefined solutions or step-by-step guides, this position may not be suitable for you.
Required Experience (5 years):
Technical Expertise Required:
- Proven hands-on experience troubleshooting:
- Windows 10/11 operating systems and Microsoft 365 ecosystem
- Network connectivity issues at both basic and advanced levels
- Hardware connectivity and compatibility challenges
- Mac OS & iOS devices
- Complex application interactions and system crashes
- Tools & Systems Experience:
- Proficiency with Remedy
- Proficiency with Genesys
- Proficiency with Active Directory
- Working knowledge of Azure
- Working knowledge of PowerShell
- Working knowledge of SharePoint
- Working knowledge of SCCM Remote Control Viewer
- Experience with documentation and ticket management systems
- Most importantly, must have demonstrated ability to:
- Solve complex technical problems without relying on pre-written solutions
- Effectively communicate technical concepts to non-technical users
- Self-manage and prioritize multiple concurrent issues
- Learn and adapt to new technologies quickly
Required Education:
- Associate s Degree
- Note: Associate s Degree may be replaced by IT training, additional 5 years experience, and/or certification.
Responsibilities:
- Deliver technical support through phone and walk-up channels, requiring independent critical thinking and creative troubleshooting approaches
- Resolve both routine and complex issues across Windows and Microsoft environments without relying on predefined scripts
- Demonstrate adaptability by finding innovative solutions for unique technical challenges
- Contribute to and maintain knowledge base with practical, experience-driven solutions
